1.) Remain calm.
2.) Practice active listening.
3.) Repeat back what your customers say.
4.) Thank them for bringing the issue to your attention.
5.) Explain the steps you'll take to solve the problem.
6.) Set a time to follow-up with them, if needed.
7.) Be sincere.
8.) Highlight the case's priority.
9.) Don't take it personally.
10.) Use your best listening skills.
11.) Actively sympathize.
12.) Apologize gracefully.
13.) Find a solution.
14.) Take a few minutes on your own.
